Jenny Pena Encarnacion
Customer Care Manager
Punta Cana
Summary
Experienced leader passionate at driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
18
18
years of professional experience
11
11
years of post-secondary education
Work History
Customer Care Manager
FedEx
09.2021 - Current
- Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.
- Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problem solving.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Leveraged data analytics tools for insights on customer feedback trends, refining best practices accordingly.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Operations Manager
FedEx Cayman LTD
09.2011 - 09.2021
- Plan and coordinate daily operations
- Monitor station metrics compliance on: Service, Productivity, Cages, Traces, and Safety
- On Road performance, Admin hours, Time cards, Training, Account receivables and other internal reports
- Maximize the use of resources, control supply usage and general expenses
- Maintain a strong business relationship with Cayman Customs department
- Follow up claims resolution
- Interview/ Hire New employees and vendors.
Sr. Customs Agent
FedEx Cayman LTD
04.2008 - 09.2011
- D&T Assessment
- Issue D&T payments to Customs Department
- Comply with Cayman Customs Law & Regulations
- Responsible for D&T queries, disputes, refunds and billing.
Customer Service Agent - Vendor
FedEx Cayman LTD
02.2007 - 04.2008
- Assist Customers with Inbound / Outbound shipments
- Responsible for correct HAL / ODA scans on shipments
- Audit of all ancillary paperwork to comply with US Customs
- Handle general Customers queries and Comply with cash recap policy.
Education
Bachelor - Business Administration
APEC University
01.1999 - 05.2005
MAESTRO Management Program -
FedEx
01.2012 - 05.2012
LEAD 1 -
FedEx
10.2013 - 05.2013
I Care for Action -
FedEx
08.2015 - 05.2015
Culture Immersion -
FedEx
05.2019 - 05.2019
Management Skills Training -
FedEx
09.2020 - 05.2020
LEAD 2 -
FedEx
01.2016 - 05.2021
Talent Management HHRR Diploma -
APEC
Dominican Republic 05.2001 -
Skills
Leadership Skills
Training and mentoring
Customer Relations
Team Management
Problem-Solving
Time Management
Excellent Communication
Strategic Planning
Languages
English
Spanish; Castilian
Awards
- FedEx Purple Spirit Award, 07/01/20
- FedEx 5 Star Award, 06/01/17
- FedEx Leadership Award, 07/01/15
- FedEx Leadership Award, 07/01/16
- FedEx Leadership Award, 07/01/17
- FedEx Communication Award, 06/01/16
Training
- Quality Driven Management (QDM)
- Code of Conduct
- Legal Antitrust Compliance
- Workplace Violence Prevention
- Data Privacy
- Corporate Security Awareness
- DG Handling
- Insider Trading
- Ramp Operations
- Defensive Driving (THINK)
- FACAOSSP Physical Search and Explosive Trade Detection
- Customer Service Soft skills
- WISE Facilitator Certification
Accomplishments
Divisional Awards
- FedEx Purple Promise Award - June 2024
- FedEx Excellence Manager Award - August 2024
- FedEx Purple Spirit Award - July 2020
- FedEx 5 Star Award - June 2017
- FedEx Leadership Award - July 2015, 2016 & 2017
- FedEx Communication Award - June 2016
Timeline
Customer Care Manager
FedEx
09.2021 - Current
Management Skills Training -
FedEx
09.2020 - 05.2020
Culture Immersion -
FedEx
05.2019 - 05.2019
LEAD 2 -
FedEx
01.2016 - 05.2021
I Care for Action -
FedEx
08.2015 - 05.2015
LEAD 1 -
FedEx
10.2013 - 05.2013
MAESTRO Management Program -
FedEx
01.2012 - 05.2012
Operations Manager
FedEx Cayman LTD
09.2011 - 09.2021
Sr. Customs Agent
FedEx Cayman LTD
04.2008 - 09.2011
Customer Service Agent - Vendor
FedEx Cayman LTD
02.2007 - 04.2008
Talent Management HHRR Diploma -
APEC
05.2001 -
Bachelor - Business Administration
APEC University
01.1999 - 05.2005
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